Category: culture

Keep at it

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The months we are living are a challenge.

And even those who are lucky enough to still have job, to have a house, a supportive family, food on their table every day, more comfort than the vast majority of the world population. They too are struggling.

We live now in a prolonged liminal phase and we do not know what we will become. As individuals, as a community, as a global society. There is a sizable and constantly present amount of stress and anxiety that is slowly eroding many of the things that used to form our identity, our belonging, our purpose.

In a time like this, we need to keep talking to each other. We need to communicate what we feel, open to other people’s emotions and find common ground. Differences do not matter now.

And we also need to keep practicing. Whatever your practice is, whatever the thing that makes you feel good, whatever the habit that anchors you to the known. Keep at it.

These are the times, after all, where resilience is built.

Patches

FabrizioLeave a comment

Many organisations mistake customer centricity for customer support or customer success.

Yet, having the customer at the core of what you do is not about being there when they need help and collecting high scores on a satisfaction survey. It is actually more about aiming at getting rid of those things, because when the customer is embedded in the business, you know already if they need help and when, whether they are happy or not, what they want to see in the product next and how their businesses are developing.

You actually know, in many cases, before they do.

So, instead of putting patches on the relationship with those who determine your (organisation’s) success, start investing time and resources in crafting the relationship. Listen. The rest will follow.

Endorsement

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Endorsing someone or something demands a huge amount of honesty and awareness.

Honesty, because you need to be absolutely sincere both with those you recommend and with those you recommend to. The former need to know what you stand for, what you can and cannot accept, what you will do in case trust is broken. The latter will hold you accountable and decide whether to confirm or dispute your reputation

Awareness, because you not only need to know which values are at stake, but also if and when they are challenged, how you would react, and what you would do to continue on your path.

This is good to keep in mind in a context where everyone is an influencer. And a good reminder also for when you write a recommendation for a colleague or share the profile of a friend who is looking for a job.

Gap

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And of course, this is a direct consequence of the fact that concepts are susceptible to different interpretations.

As long as organizations will continue approaching culture as a list of evocative words, the gap between culture (what management wants) and climate (what employees experience) will remain wide. And values statement will be abstract, generic and aimless.

Say it isn’t so

Fabrizio1 Comment

I have always been fascinated and vaguely astonished by the fact that, at times, communication is successful.

We do not put enough emphasis and preparation into it, and we have so many different ways to look at the world and interpret it, that it is quite a thing that two persons can come together at some point and understand each other.

What is your mental image of a tree? Of a car? Of a house? Of course, with such physical objects we often get past the ambiguity. But what with more complex concepts?

What do you think when you hear about honesty? And productivity? And work-life balance? What is your intent when you use words such as “democrat” and “republican”, “conservative” and “progressive” and “liberal”, “capitalist” and “communist”?

I promise you, it is different from how the person sitting next to you thinks about them.

And so, why are we not training for better communication? Why is this not a matter taught in school? Why are we left growing up under the false impression that everyone around us understands what we mean? And shares our same set of assumptions and priorities?

Communication is unorganized chaos for the most part, and when it succeed it truly is a work of magic.